DRV Service GmbH, A product survey to improve the customer relationship with the members of DRV
Freytag, Oliver (2011)
Kajaanin ammattikorkeakoulu
2011
Creative Commons Attribution 2.0 Germany
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2011121318248
https://urn.fi/URN:NBN:fi:amk-2011121318248
Tiivistelmä
This paper bases on a quantitative research which has been done during the internship the author had done at Germany’s tourism board DRV (Deutscher Reiseverband e.V.) subsidiary company the DRV Service GmbH. The research idea was to find new products which the DRV Service GmbH easily could market to improve their awareness at DRV members. 3 different service products have been chosen and researched. The results are included in this thesis.
The research focuses at Germany’s tourism industry, because the survey has been sent to 1000 tourism companies all over Germany. Most of them are tour operators and travel agencies. To get a measurable result an online tool for surveys has been used, which is free of charge for students and teachers.
The theoretical framework is about customer relationship and relationship marketing as well as service marketing. Those major tools for service companies have been used to explain the final result.
The results were different than expected. It came out that most of DRV members are not interested in new products. By analysing the general questions the results got clear that the DRV members are more interested in the existing DRV service GmbH products.
The general conclusion was to suggest the DRV Service GmbH to market their services which already have been developed to DRV members. That will help DRV Service GmbH to get a better relationship to DRV and its members.
The research focuses at Germany’s tourism industry, because the survey has been sent to 1000 tourism companies all over Germany. Most of them are tour operators and travel agencies. To get a measurable result an online tool for surveys has been used, which is free of charge for students and teachers.
The theoretical framework is about customer relationship and relationship marketing as well as service marketing. Those major tools for service companies have been used to explain the final result.
The results were different than expected. It came out that most of DRV members are not interested in new products. By analysing the general questions the results got clear that the DRV members are more interested in the existing DRV service GmbH products.
The general conclusion was to suggest the DRV Service GmbH to market their services which already have been developed to DRV members. That will help DRV Service GmbH to get a better relationship to DRV and its members.